Head of Customer Experience

Wellingborough, Northamptonshire
£67,626 per annum plus £3,000 car benefit
24 May 2019
14 Jun 2019
Head of services
Full Time
Organisation Type
Housing association / RP

Greatwell Homes is a provider of affordable housing and support services in the East Midlands. We own and manage around 4,600 homes with a £22 million turnover and our mission is to work successfully with our customers and communities to provide great services and high-quality living environments.

We have recently launched our new Corporate Plan 2019 – 2022 and developed, in partnership with our customers, a new Customer Charter that will enable us to achieve our mission and ambitions over the next few years. This new post within our Senior Management Team will play a vital role in delivering the Corporate Plan and embedding the Customer Charter

As the Head of Customer Experience, you will work as part of our Senior Management Team to take responsibility for the operational delivery of Greatwell Homes services.  This includes a strong focus on areas such as;

  • Lead on the development and delivery of Customer Experience related strategies and projects

  • Ensure customer insight informs the delivery and future development of services to customers

  • Lead our approach to customer experience and involvement activities

  • Strategic work to include embedding change and building relationships with external stakeholders

We are looking for someone with a clear customer focus and the ability to achieve operational objectives and performance targets through strong leadership and customer service skills.

To be considered for this post, you must be able to demonstrate in your application form:

  • Experience of shaping and improving the way services are delivered to customers

  • An understanding of great customer service and best practice approaches to areas such as customer insight, customer experience and customer involvement

  • A track record of successful project and programme management

  • Experience developing and implementing strategies and projects that deliver excellence in customer service

  • The ability to lead, motivate and develop staff to their full potential

If you have the experience and passion to help us achieve our goals and are highly proactive with a positive attitude, you might be just the person we are looking for. In return you will benefit from 28 days annual leave, health cash plan (following probation), the ability to work flexibly and the option of a Social Housing Pension Scheme.

CLOSING DATE: Midday 14 June 2019